Building Insurance claim

Sometime last month the back of my house wall fell and I registered a claim which was rejected by Hollard. I have been requesting a rejection letter from Hollard which states the reasons why my claim was rejected and each time I call I was told that the letter is ready it needs to be on Ooba letterhead and will get it soon when the team leader has authorized it. To this day I haven’t received the letter. I then called Oober twice to assist with getting that rejection letter because I felt that it is your duty to ensure that I get it because I took this policy through Ooba. I have not resceived any help form Ooba.